QA Analyst

QA Analyst Pay Rate: $24.00 - $30.00 per hour Schedule: Monday through Friday Hours: 40 hours per week Assignment Duration: Approximately 16 months, with the potential for extension Position Summary We're seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. This role is responsible for evaluating customer interactions, identifying performance trends, and providing quality insights that support coaching, training, and process improvements. Responsibilities Evaluate customer interactions using established QA standards and scorecards. Review calls, cases, and documentation for accuracy, compliance, and customer experience. Identify trends, recurring issues, and opportunities for coaching and process improvement. Document QA findings and collaborate with supervisors and trainers. Participate in quality calibration sessions to ensure scoring consistency. Meet productivity goals while helping reduce QA backlogs. Assist with validating AI-generated quality monitoring results. Escalate compliance or customer-impact concerns as needed. Qualifications QA experinece in a call center. Associate's degree in Business, Information Technology, or a related field preferred. An equivalent combination of education and relevant experience will be considered Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred. Strong analytical, organizational, and communication skills. Excellent attention to detail and ability to apply standards consistently. Proficiency with Microsoft Office and customer service systems. Ability to work independently while collaborating with cross-functional teams. Experience with QA programs, coaching, or AI-assisted quality monitoring is a plus. Experience using Copilot or other AI chatbot services.

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